For each category in your help desk, you can require an approval flow before the ticket is sent to the ticket owner(s).
To do this, click on the thumbs-up icon next to any category from the department edit screen
Approval Step Screen
From this scree, you can add new steps using the add button on top. Remove exiting steps by clicking/tapping the X next to any step. And edit the step's approver(s) by clicking on a step to drop down its options.
To add approvers to a step, click or tap inside the box to view a list of available approvers. Users will only show up in this list if they have "Edit" permission to the department this category is in
Also, you have the option to choose the "Submitter's Supervisor". This option will automatically use the manager of the submitter ONLY IF you are using the Microsoft Graph API or Remote AD for the User Sync settings AND those integrations are bringing over the manager attribute.
Approval Step Flow
If a category has one or more approval steps AND there was at least one approver added to the steps then:
- New tickets in that category will automatically go to "Waiting on approval"
- Any approver(s) in the 1st approval step will get an email notifying them they need to approve a ticket
- The approver will get sent to the ticket screen, where they will see options to approve or deny the ticket (see screenshot below)
- If approved, the ticket will go to the next step if there is one OR, will be marked "New" and and new ticket email will go to the ticket owner(s) like normal,
- If denied, the ticket will be marked "Denied" and the submitter will be notified by email
While a ticket is in the status "Waiting on approval" OR "Denied" it will be in read-only mode, no changes will be able to occur.
